New Client Onboarding

Turn a signed contract into a smooth start that prevents 80% of typical client friction.

Contract & Payment

• Signed agreement and SOW with clear scope, deliverables, timeline
• Deposit or first invoice paid before any work begins
• Payment terms in writing: amount, frequency, late fees, accepted methods

Welcome

• Send welcome email within 2 hours of contract signing
• Welcome email confirms: who's their main contact, response times, what's next
• Schedule kickoff call within 5 business days

Information Gathering

• Send intake form: goals, brand assets, target audience, decision-makers
• Request access: Google Analytics, social accounts, ad platforms, etc.
• Use a password manager link, never email logins
• Identify their definition of success (specific, measurable)

Kickoff Call

• Confirm scope and what's NOT included (prevents 90% of scope creep)
• Walk through timeline, milestones, and review points
• Set communication norms: which channel, response time, weekly status update
• Identify the single decision-maker on their side
• Recap call in writing within 24 hours

First Week Deliverable

• Ship one tangible early win — even small — so they feel momentum
• Set up project folder/board and invite client (read-only where appropriate)
• Add their key dates to your calendar (campaign launches, board meetings)

Ongoing

• Weekly status update: done, doing, blockers — sent same day, same time
• 30-day check-in to ask what's working and what to adjust
• Document anything client-specific so a teammate could pick up tomorrow